JUAN OTERO JR.
Customer Service Rep., Recruitment & Retention
1. What is your name, title and years at FDNY? Where are you currently assigned, and what are your work-related responsibilities?
My name is Juan Otero Jr. I am a recruitment customer service representative with the Office of Recruitment and Retention. I joined FDNY in 2019. I am currently assigned to outreach roles, responding to public inquiries and informing them about the positions we recruit for and their requirements. Lately, I’ve been heavily involved in preparing applicants and employees with tutorial materials, study guides and support resources—a variety of responsibilities under one title.
2. What called you to a life of public service at FDNY?
Initially, my desire was straightforward: to be part of one of the greatest departments. Over time, attending various events and seeing our impact deepened my commitment. Witnessing the profound effect we have on people reinforced my dedication to FDNY.
3. Can you share one of your most memorable moments while working at FDNY?
Working in a first-responder department means every moment is impactful, each affecting you in different ways—some joyous, some sorrowful. One recurring and deeply rewarding experience is engaging with families, discussing the future of their loved ones at FDNY and seeing them progress through the application process to become part of our team.
4. What does We Are FDNY mean to you?
To me, being part of FDNY is like orchestrating music, combining diverse skills and roles to create harmony that supports people through adversity—very much like music. Our unit’s rich diversity is a focal point, uniting us for various events and challenges: a beautiful testament to our collective strength.
5. What is your superpower (best quality or skill)?
My superpower lies in my ability to discern patterns swiftly and accurately within our work and information. This skill is crucial as we ensure precision in our work toward the public and in our reports to stakeholders, given our status as a court-monitored unit.
6. How does your role support the public safety mission of the FDNY?
We play a pivotal role at the forefront of FDNY’s mission, similar to gardeners sowing seeds of interest and knowledge. We guide individuals on what it means to join our department, support them throughout their journey and encourage them to pass on their knowledge by helping others. It’s about fostering interest, demonstrating the benefits of being part of FDNY and perpetuating a cycle of impact—paying it forward and touching lives globally.